Why A Net Promoter Score Is Important to Senior Benefit Services and Our Clients

When excellence is your goal, as it is at Senior Benefit Services, you need a way of tracking your success. One way that we utilize is called a net promoter score. Net Promoter Score (NPS) is a common metric used in customer experience programs. An NPS score measures customer loyalty by looking at their probability of recommending a business. Your NPS score is measured with a simple question: “How likely are you to recommend our product or service?” and an easy way to share that feedback with a number ranging from -100 to +100, where a higher score is desirable.  NPS was developed in 2003 by Bain and Company, and millions of businesses now use it to measure and track how their customers feel about their customer service experience. 

A score of nine or ten are considered “Promoters.” Loyal customers who are willing to recommend you. While a score of six or below are “Detractors,” these are less than happy customers who are unlikely to recommend you to their friends. Seven and eight are “Passives” and are satisfied but may leave if a better offer arises. To determine a net promoter score, subtract the percentage of “Detractors” from the percentage of “Promoters.”

• Above 0 is good,
• Above 20 is favorable,
• Above 50 is excellent, and
• Above 80 is world-class

According to the survey company Delighted, the average NPS for the insurance industry is 37. We are proud to share that thanks to the dedication and hard work day in and day out of our team of professionals at Senior Benefit Services; our NPS is currently 89. That puts us in the 100th percentile of the insurance industry!

We are ready to serve you in any way possible and look forward to building on our record of world-class excellence by striving to do even better.

Dan Mangus

Vice President of Growth and Development